AgentSchedule Section

Controls which filtering options appear in the Other Schedules view and how much data an agent can see. (The option People I work with is always present.) Enter a valid value to specify which other options are available:

If this option value is set to true, agents can access Shared Transportation functionality—in the WFM Web for AgentsMy Schedule tab Sidebar, and other locations. If set to false or absent from the configuration, all carpool functionality is disabled for this installation of WFM 8.1.

Important

Shared Transportation functionality for Supervisors is not enabled or disabled by using this configuration option. See Configuration Utility > Configuration > User Security.
Carpools and carpooling are common words in the United States for shared transportation, but they do not describe busses and other forms of shared transportation.

Controls whether the Wait-List check box—and the option that it represents—appears in the Inserting New Time Off Items dialog box when an agent is requesting time off.

Important

Even when this option is set to false, a supervisor may wait-list a timeoff request when adding or editing the item through the WFM Calendar. However, if the agent subsequently edits such a wait-listed time-off item, the status changes, and the item is no longer wait-listed.

If this option value is set to true, an agent can define a separate (and different) start and end times for each full day in a new time-off request that spans multiple days. If this option value is omitted or set to false, an agent can define only identical start and end times for all full days in a new time-off request that spans multiple days.

Controls the type of schedules that an agent can see. If this option value is set to true, agents see schedules only of other agents who are in the same team. If set to false, agents see schedules of all agents who belong to the same site.

Sets the maximum size (in KB, MB, or hours) of the log file segment, after which a new segment is created. The default size is in KB. The number (<number>) cannot be less than 100 KB or less than one hour. A value of No indicates no segmentation of the log file.

Options Section

CustomActivities
Type: Optional
Default Value: none
Valid Value: a text string up to 255 characters
Dependencies: The ShowAllActivities option value must be set to false.

Controls the display of the selected agent in the Main, Schedule Details, and Printing views). When this option is enabled, the custom value is displayed against the agents schedule, rather
than any of the activities for which they are scheduled. This value can be set to null, which displays nothing in Web for Agents.

If this option value is not defined or its value is empty (no text), then WFM Web displays a list of all activities for which the agent is scheduled.

If this option value is a text string, WFM Web displays that text string.

If the ShowAllActivities option value is set to true, this option has no effect; WFM Web displays a list of all activities for which the agent has skills.

If the ShowAllActivities option value is set to false, the value replaces the list of all activities, for which the agent has skills.

Specifies whether or not WFM Web excludes agents whose termination date has passed. To exclude these agents, set this opiton value to true. If you want to view terminated agents, set this option value to false.

Controls whether or not target selection and performance data retrieval is automatic in the Schedule Intra-Day view. It can be useful in improving the WFM performance in some situations. If this option value is set to false (the default), target selection and performance data retrieval is automatic. If set to true, the user must explicitly select a target for performance data, or else no performance data is retrieved.

Specifies how the Daily Schedule pane is displayed in WFM Web for Agents. Set this option value to false to have only the agent’s scheduled activities displayed. Set it to true to create a display containing all possible activities for that agent, whether scheduled or not.

By default, the Difference column in the Contact Center Performance and
Workforce Performance reports is calculated as the Scheduled or Forecasted value minus the Actual value. Set this option to 1 (true) if you want the Difference column to be calculated as the Actual value minus the Scheduled or Forecasted value.

Applies to the Contact Center Performance Report and the Workforce Performance Report. If this option value is set to false, the report displays the Actual Number of Agents that were collected by Data Aggregator in the wm_agents_in option (logged in agents). If set to true, the report displays the Actual Headcount, which is the wm_agent_minutes option value divided by 15.

For example, if 1 agent is logged in but works only 14 minutes per timestep, the headcount equals 0.93.
Dependencies: None

Important

For CCPR, this condition is executed only for Actual data; for Planning Data EPerfInfoItems.PERF_ITEM_SCH_HEADCOUNT is always shown as Number of Agents.

Set this option value to true to disable repeated display of the Select Schedule State Groups and Schedule States section on each page of all reports. If disabled (set to true) the report will display the complete list once, and then never repeat it.